Guest Service

Chatbots are powerful tools but no substitute for human connection. The best companies use AI to enhance support, not replace it.

Customer service and CX are more than a department or a business strategy. They are everyone’s responsibility.  

Most customers don’t care whether their problem is solved by a human or AI. They just want it solved well. 

When customers know they can depend on you, especially when things go wrong, why would they risk doing business with anyone else?

The best employees, chefs, athletes, and entertainers understand that repetition is their challenge, not the customer’s problem.

Growth can backfire if segments clash. Learn how to manage competing customer needs — and keep your brand strong — as you scale.

AI isn’t perfect. Be sure to have a human backup that’s fast and easy to reach when the customer feels frustrated, angry, or scared.

Eliminate all that makes doing business with you painful. Don’t make your customers do things they hate doing! 

Any time a customer has a complaint, it’s an opportunity to resolve the problem and turn a Moment of Misery™ into a Moment of Magic®.

The Shepard Letter: Five Ways to React to What Customers Say About You Online

Every touchpoint is an opportunity to build the confidence that will make future problems easier to resolve.

Nordstrom had been in business for 75 years before this legendary customer service story was discovered and shared. 

A CX failure is an opportunity to build trust and loyalty by showing how good you really are when things don’t go according to plan. 

What's your "Bathroom Experience?" What small detail is your team overlooking that customers notice and use to judge you and your business?

If you want your customers to come back, create the experience that gets them to do so. Then remind them about the experience.

“Wow is a surprise.” In other words, it’s not about every experience. It’s about the occasional opportunity to surprise a customer.

Every time you remove a step, eliminate a form, reduce waiting time or simplify a process, you’re telling the customer you value their time.